Decision search
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London Borough of Brent (24 021 623)
Statement Upheld Charging 15-Dec-2025
Summary: Mr X complained the Council has charged Mrs Y for more care hours than she received each week. He also complained that the care provider did not provide the agreed level of support. We found the errors and lack of clarity in the way the Council billed Mrs Y is fault. As was the failure to ensure Mrs Y consistently received the agreed level of care. These faults have caused Mrs Y and Mr X an injustice. Mrs Y did not receive the care she needed and had paid for. The Council will apologise and make payments to Mrs Y and Mr X. It will also review Mrs X’s care charges and its monitoring arrangements.
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Essex County Council (24 022 753)
Statement Upheld Charging 15-Dec-2025
Summary: Miss X complained on behalf of her late mother, Mrs Y, about the Council’s handling of care charges while Mrs Y was in residential care. Miss X complains the Council failed to provide information about care charges in a timely manner and invoiced Mrs Y for increased care charges without prior discussion. Miss X says the Council’s actions caused significant avoidable distress. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and make service improvements.
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Essex County Council (24 023 221)
Statement Upheld Charging 15-Dec-2025
Summary: Miss X complained the Council failed to provide full information regarding Mrs Y’s care home fees or to explain that Mrs Y would be responsible for the cost of 1 to 1 care in addition to the standard care home charges. We found the Council’s failure properly explain how much Mrs Y would be charged for her care, or for what period of time is fault. The Council’s failure to identify a suitable nursing home for Mrs Y is also fault. These faults meant Miss X received an unexpected substantial bill for Mrs Y’s care which caused Mrs Y’s family shock and distress. The Council will apologise and make a symbolic payment to Mrs Y’s family.
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Newcastle upon Tyne City Council (24 023 457)
Statement Not upheld Assessment and care plan 15-Dec-2025
Summary: Mrs X complained the Council wrongly refused to put in place 24-hour live at home care, failed to consider her wishes about staying at home, imposed agency care every fourth week and failed to consider employment law when allowing Ms Y to provide 24-hour care. There is no evidence of fault by the Council.
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Surrey County Council (25 000 703)
Statement Upheld Assessment and care plan 15-Dec-2025
Summary: The Council was at fault for failing to update Mr S’s care plan to include provision after his day placement ended in August 2024. This meant he missed out on provision to meet his eligible care needs. This also caused his mother, Ms X, distress, as she became his fulltime carer with no respite. The Council agreed to apologise and make payments to Mr S and Ms X to acknowledge the distress caused and the lack of provision. It also agreed to report back to us on steps it will take to prevent similar issues from happening in future.
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East Sussex County Council (25 000 728)
Statement Upheld Special educational needs 15-Dec-2025
Summary: Ms X complained the Council failed to deliver the content of her child’s Education Health and Care Plan; delayed reviewing this plan and failed to provide alternative education provision when her child was too unwell to attend school from September 2023. There was delay in completing two annual reviews and the Council accepts it did not do enough to ensure Ms X’s child was receiving suitable education. A financial remedy to acknowledge the loss of education and distress is agreed.
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Brighton & Hove City Council (25 001 278)
Statement Upheld Alternative provision 15-Dec-2025
Summary: We found fault on Mrs Y’s complaint against the Council about it failing to ensure her daughter, who has an Education, Health and Care plan, received provision and suitable full-time education when she was not at school. There were periods when provision was not in place. The Council agreed to send a written apology for the injustice the failures caused, pay £900 for lost provision, and review why delays and failures happened so they cannot be repeated.
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London Borough of Brent (25 001 467)
Statement Upheld Homelessness 15-Dec-2025
Summary: Mr X complained about the Council’s response to his reports about the unsuitability of his temporary accommodation. We have found fault by the Council, causing injustice, in failing to: properly consider whether Property A was suitable accommodation; notify Mr X of his right to request a review; respond to complaints about disrepair and suitability; and its delay completing the review. The Council has agreed to remedy this injustice by: apologising to Mr X; making a payment to recognise the impact of living in unsuitable accommodation; providing an update on its action to move Mr X to suitable accommodation; and making service improvements.
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Shropshire Council (25 001 795)
Statement Closed after initial enquiries Trees 15-Dec-2025
Summary: We will not investigate Mr X’s complaint about the Council’s maintenance of trees it owns next to his property and it deciding it will not allow him to pollard them. There is not enough evidence of fault, nor sufficient significant personal injustice caused to Mr X by the matters complained of, to warrant us investigating. We also cannot achieve the complaint outcome he seeks.
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Derbyshire County Council (25 002 726)
Statement Upheld Special educational needs 15-Dec-2025
Summary: Miss X complained the Council delayed finalising her son’s Education, Health and Care plan and did not respond to her complaint. We have found the Council was at fault. It caused a delay of nearly a year by not finalising her son’s plan and took ten months to respond to her complaint. This meant her son missed out on some support he needed. Miss X herself also experienced inconvenience and distress due to the delays in handling her complaint. The Council has agreed to take action to address their injustice.